SLAs: real benefits or empty promises?
Mar 1st, 2003
Users remain uncertain about the value of service level agreements while service providers often fail to meet guaranteed target levels, says Yankee Group in "Service-Level Agreements: Real Benefits or Empty Promises?".
Service providers often insert onerous clauses that leave enterprises in an insecure position; guarantees are becoming more granular but exclusions devalue them; few suppliers offer proactive target levels; and there are limited guarantees for on-going service upgrades and changes.
Suppliers with automated, web-based interfaces for reporting and managing trouble tickets and SLA performance should be given higher ranking in the selection process.
